Aramex offers a full-time opportunity for the customer success specialist in the UAE, which gives you a unique chance to share Aramex in transforming the face of trade and expanding operations rapidly to connect businesses and consumers better worldwide.
Duties & responsibilities
You will be responsible for: Focal point for customer’s express and eCommerce shipping requests. Assist customers on the status of their shipment, outstanding shipments, or tracking. Manage end-to-end shipment life cycle liaising with all internal and external stakeholders. Proactively informs the customer on the shipment status, exceptions and provides intermediate updates on incident solution. Takes and handles customer inquiries, e.g. Track and Trace. Responsible for all KPIs and SLAs agreed with allocated customers. Takes and registers all customer complaints. Drives solution of customer complaints by solving it directly or assigning tasks to other function. Acts as first contact point for customer claims; supports customer in notification and reception of claims, provides claims. documents, collects required documents from the claimant and hands over to specialized claims handlers when documents are complete. Ensure seamless transaction liaising with Pricing and Billing teams.
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3-5 years’ experience in the Express or Ecommerce industry. 2-5 years’ experience of Customer Service preferably handling key business clients. Good Express product knowledge. Good skills in MS Excel. Working knowledge of transportation management systems (TMS). Ability to handle challenging situation in a composed manner. Excellent English Verbal & Written skills.
